RealVNC Connection Issues / Firewall (SonicWALL)

[MYK-IT]

I have a situation whereby a user has 2 laptops that connect to our network, and uses (professional / paid for version of) RealVNC to remotely connect to (up to 3 different) desktops.

 

Both laptops can connect OK and browse the internet etc.

 

Both laptops can also connect to the initial RealVNC session, whereby they are presented with thumbnails of the (three) remote desktops.

 

Whichever laptop then connects first, to any of the 3 remote desktops (within RealVNC) the connection and remote (control) session is successful.

 

However, whilst the first laptop has an active remote (control) session connection, when the other laptop attempts to connect to any of the (3) remote desktops, RealVNC connection fails (with a peer-to-peer network error).

 

Even when one laptop is connected on our network, and the other (or both are connected) via a different internet connection (e.g. tethered mobile connection) – they both connect and function correctly. I have also switched the order in which each laptop connects (to eliminate any potential laptop specific issues) but makes no difference.

 

Therefore, I know it is something related to our Internet connection, or more precisely our Firewall (e.g SonicWALL).

 

I also ran some Packet Monitoring during the connection attempts, and (going by dropped connections) the following was noted:

 

DROPPED, Drop Code: 160(Multicast forwarding not configured), Module Id: 25(network)

 

Can anyone help, or advise of suggestions?

 

Many Thanks,

[bcrawley]

I tried to send this as a PM but since I'm new to the forum it wouldn't let me until I posted something so here we go!

 

Were you able to find a resolution to your RealVNC Cloud Connect issue? We have started having the same issue in the past couple weeks. I've been working with RealVNC on the issue and they asked me to upgrade to 6.2.1 but that didn't resolve the issue. I didn't make any changes to Sonicwall, however, sometimes automated updates may change things. I saw your post from November and hoped you may have found the solution. Thank you!

[MYK-IT]

Apologies to [bUMP] this post again, but is anyone else using RealVNC and experiencing similar?

 

It's such a time consuming exercise to test each time. We require the 3rd party laptops to be available on site. Our own computer(s) to monitor the firewall logs; as well as arranging for the SonicWALL engineers to also be available on phone / remote desktop connection to assist. (last time we did this, no matter what we tried the laptops wouldn't connect, even with most services deactivated - by SonicWALL engineers for testing purposes) then we couldn't log back in (on to the laptops) to continue as we don't have (all) credentials to hand, to test.

 

So many variables, as could be issue with (the 3rd party) laptop configuration, the configuration of RealVNC /or their servers at the remote site (router settings, permissions etc). As far as they are concerned, it works with a mobile-data tethering connection etc.

 

The ultimate bit, which I am not happy with, is them stating if we cannot get it working, what about installing a dedicated broadband line, just for them (which they would pay for) to use.

 

Besides being frustrated (with myself) for not being able to identify/resolve the issue (to date) alarm bells ring in relation to a dedicated broadband line. I don't even know (as yet) as to the legality and responsibility of potentially installing such a service on educational premises (Safeguarding, filtering etc). But ultimately, it shouldn't even be necessary.

 

Thanks.

Edited January 22, 2018 by MYK-IT